El dt 09 de 10 de 2012 a les 12:01 +0200, en/na Olivier Macchioni va escriure:
Hello,
I need to classify my tickets based on a multi-level tree - I actually have 3 levels, for instance:
Customer / Shipment / Not delivered Customer / Shipment / Broken Customer / Payment / Invoice not received Customer / Payment / Invoice dispute Supplier / Goods reception / Quality Problem
There is a total of 150+ categories. For some categories, the tree has only 2 levels.
Ideally, those levels can be changed at any time during the ticket's lifecycle, but are frozen once the ticket is in any of the "closed" states.
Is there a recommended method to do so?
Thanks,
Olivier
You could use Generic Agent feature, which can lock, change owner/state,
etc tickets according to a preset filter.
In addition of that, you can combine the above feature with Dynamic
Fields to create switches (eg: FrozenTicket as a Checkbox without
associate it into a article or ticket) to control ticket flows.
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Adrià García-Alzórriz